AccountId: 011433970860
ContactId: 30027c8d-9038-4fce-8daa-1f144ea048df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662150 ms
Total Talk Time (AGENT): 268963 ms
Total Talk Time (CUSTOMER): 181534 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/30027c8d-9038-4fce-8daa-1f144ea048df_20250109T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how are you?
[AGENT][POSITIVE] I'm doing well today. How are you doing today?
[CUSTOMER][POSITIVE] Good, thank you very much. um I'm gonna give you a certificate number with a letter that I received um from your company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that certificate is 021.
[CUSTOMER][NEUTRAL] 71219.
[AGENT][NEUTRAL] OK, thank you for the certificate number. What is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can you, um, you give me your call back number just in case our call is disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull in your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, and then also for security reasons, I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK. So the mailing address is [PII]. I'm not sure if you have my Gmail address, which will be or the [PII].
[AGENT][NEUTRAL] I've got the [PII].
[CUSTOMER][NEUTRAL] So if it's my personal?
[CUSTOMER][NEUTRAL] The [PII] so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the.
[CUSTOMER][NEUTRAL] And what else you needed?
[AGENT][NEUTRAL] That phone number that you gave me to call you back on is that your cell phone?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The [PII]?
[AGENT][NEUTRAL] Uh, you, yes. Is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, that's my cell phone number.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your information for me. So you said that you have received a letter and you're calling about that letter?
[CUSTOMER][NEUTRAL] Yeah, it's um
[CUSTOMER][NEUTRAL] Yeah, I wanted to find out exactly because it says policy owner's request to support coverage. OK? So like if the plan offers port portability bene benefits, so I wanted to know how that works, um, how much it costs because obviously you're not part of a plan anymore, you know, and what exactly the coverages that I can, you know, what is it exactly my benefits will be.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so the first question is, um, how, how it works as far as porting your policy so you fill out that portability paperwork you're gonna email it back to the care team at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you'll fill out the bank authorization form, so your benefits will be bank drafted monthly for you and your um benefit amount, the premium is gonna stay the same at $14.08. Your benefits did not change. The benefits are also going to remain the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that is up to, how much is the?
[CUSTOMER][NEUTRAL] The, I don't remember. I'm sorry. What is the benefit amount?
[AGENT][NEUTRAL] OK, and this is just to, right, this is just to verify your coverage it's not a guarantee of payment you have um the group accident um policy.
[CUSTOMER][NEUTRAL] Up to how much?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look, um.
[AGENT][NEUTRAL] You have a death benefit of $25,000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm going to pull your policy in real quick so that I can read it to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It's gonna be a second because the computer just seems to want to take its time.
[CUSTOMER][NEUTRAL] Don't worry, it happened to all of us.
[AGENT][NEUTRAL] Right, I always when you're on the phone too and you wanna be in a hurry.
[CUSTOMER][NEUTRAL] No, it's, it's true.
[CUSTOMER][NEUTRAL] Yeah, I'm doing something in computer processes or I have to call them and go back in again like things that have happened. You have mentioned me an email while you um while you get your screen back. Can you tell me what the email that you because I just have a fax number or mail it? What's the email?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, um, it is, um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You have so many benefits. Um, let me ask you this because
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Every little thing has a different dollar amount.
[AGENT][NEUTRAL] So would it be helpful to you if I emailed you a copy of your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0, 100%, yes.
[AGENT][NEUTRAL] OK, also we have an online service center so what if you port your policy and it becomes active again.
[AGENT][POSITIVE] You'll want to sign up for the online service center, it is great. It's a direct portal to your policy. I'll give you that website.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] It is, it's secured, [PII]
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now why the policy is lapsed, you can't get in there but once you port it and it reactivates you'll be able to get in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you, got you, got you, got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm going to send this copy over to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, to your email address and I'm gonna put you on a brief hold, uh, while I work that email up for you and at least get it off to you and then I'll come back and let you know it's on its way, OK, that way, that way if you have other things you can do for a minute you can.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] All right. All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I've got it on its way to you.
[CUSTOMER][NEUTRAL] OK, perfect. And let me ask you something. When I receive it and when I review it, um, you said that every benefit has its own, like, I guess, a specific in the breakdown, um, dollar amount for the coverage. If I wanna change something, add something, what, what is that I have to do?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, you can't change anything because they're going to, um, keep you on the policy, the last policy that you originally had with your group.
[CUSTOMER][NEUTRAL] Ah, OK, OK. It's exactly the same. OK. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It'll be exactly the same, yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you very, very much. Your help was great. I appreciate it.
[AGENT][POSITIVE] OK, well, thank you, Ms. [PII]. I appreciate that. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] All right. Well, you have a blessed day and thank you for calling APM Ms. [PII].
[CUSTOMER][NEUTRAL] You do the same. Bye-bye.
[AGENT][NEUTRAL] All right bye bye, ma'am.